Vulnerable Customer Policy

1. Who this policy applies to

Any customer who may need additional support, including (without limitation) customers experiencing:

• Disability or long-term health condition
• Short-term illness or recovery
• Mental health challenges
• Bereavement or major life event
• Financial hardship
• Language barriers or limited literacy
• Lack of access to standard digital channels

2. How we support

• Extended handling timescales without penalty
• Alternative communication methods on request (e.g. email-only, written summary)
• Additional verification support if you cannot complete a standard identity check
• Plain-English explanations of any technical or legal information
• Referrals to our Complaints process and Accessibility Statement where helpful

3. How we are notified

You can tell us at any time, by email to support@ariamobile.co.uk or through our support portal. We will record that you would like additional support — visible only to authorised staff handling your account — and use it to tailor how we contact you.

4. Confidentiality

Information shared with us under this policy is treated as sensitive and only used to deliver appropriate support. It is not shared outside the support team without your consent, except where required by law.

5. Review

This policy is reviewed at least annually and may be updated to reflect operational improvements or regulatory guidance.